About ACORN PLMS PTY LTD

At Acorn PLMS, we are on a mission to transform the corporate learning experience. Our cutting-edge Performance Learning Management System (PLMS) software is powered by AI and designed to ensure that what people learn directly contributes to their exceptional performance in business. Corporate performance and learning needs a revolution, and Acorn PLMS is the antidote. We are the only solution that guides learners step by step to master the specific capabilities required for their roles, ultimately accelerating organisational performance.

We are open to individuals based in Sydney or Canberra, Australia – this is an in-office role.

About the Role

As our Customer Support Representative, you'll provide front-line assistance to Acorn customers, ensuring every interaction is handled with clarity, empathy, and professionalism. You'll serve as the first point of contact for customers, helping them log, understand, and resolve issues while coordinating with internal teams to ensure timely and accurate outcomes.

Our ideal candidate is a people-first communicator who thrives on helping others and takes pride in delivering an exceptional customer experience. Success in this role comes from a strong desire to learn, a genuine curiosity about how things work, and a collaborative mindset — working closely with other Acorn teams to ensure efficient resolution and triage of customer issues. This role also involves working alongside AI-driven support tools to improve responsiveness, accuracy, and knowledge management — requiring openness to learning how to use emerging technologies effectively and responsibly.

Key Responsibilities

• Act as the customer’s first point of contact for support requests.
• Accurately assess, categorise, and prioritise tickets based on urgency, impact, and complexity.
• Resolve straightforward issues independently — such as navigation assistance, access queries, user management, or configuration guidance.
• Manage and maintain accurate and clear customer ticket records within dedicated platforms (HubSpot).
• Use AI-powered tools to summarise interactions, extract insights, and improve documentation quality.
• Work closely with cross-functional teams to ensure visibility, alignment, and accountability for customer outcomes.

Required Experience

• Experience in customer service, customer support, service desk, or SaaS environments.
• Exceptional written and verbal communication skills, with a customer-first mindset and a natural ability to build rapport.
• Demonstrated empathy, patience, and professionalism when managing customer interactions.
• Strong attention to detail and accuracy when documenting, triaging, and resolving customer issues.
• Technical or software experience is advantageous but not essential — must show aptitude, curiosity, and motivation to learn Acorn’s platform and technical concepts.
• Comfortable using AI tools to enhance support quality, knowledge sharing, and workflow efficiency.
• Enjoys working closely with peers and cross-functional teams to deliver shared success.

5 Key Capabilities

The best part… we use Acorn for Acorn. We believe in the power of our Managers and Staff being aligned on the 5 capabilities needed for each role, and the level that we expect for any given role, using our Acorn AI tool to streamline this consistently across our business. The 4 levels comprise Foundational, Developing, Proficient, and Advanced.  

Here are the 5 key capabilities for the role and the level expected to give you an idea of what the role entails:

1. Customer Communication & Empathy: Communicates clearly and empathetically with customers to understand needs, manage expectations, and build trust that improves resolution outcomes and strengthens satisfaction and loyalty. Level – Developing: Adapts communication style to suit customer needs and levels of technical understanding. Manages expectations clearly and provides timely, empathetic updates throughout the support process. Demonstrates growing confidence in handling challenging conversations.
2. Issue Triage & First-line Troubleshooting: Assess, prioritise, and deliver first-line fixes for customer issues to reduce time to resolution and uphold service reliability and customer trust. Level – Foundational: Accurately captures issue details and categorises tickets with guidance. Performs basic troubleshooting using established steps or knowledge articles. Escalates issues clearly with all relevant context.
3. Knowledge Capture & Documentation: Captures, structures, and maintains clear, accurate knowledge from customer interactions to enable consistent service, faster resolution, and continuous improvement. Level – Developing: Writes clear, structured summaries of customer interactions and resolutions that support future reference. Contributes updates to shared documentation under guidance.
4. Product Knowledge Foundations (Acorn PLMS): Builds and applies foundational product knowledge to diagnose and resolve routine queries accurately, strengthening customer confidence and team capability. Level – Developing: Applies working knowledge of key Acorn features to resolve routine customer issues. Demonstrates growing understanding of system relationships and dependencies.
5. Support Tools & Systems Proficiency: Diagnoses and resolves customer enquiries, captures accurate records, and upholds service and security commitments to enhance customer satisfaction and operational efficiency. Level – Developing: Manages tickets and customer communication confidently using HubSpot and integrated tools. Leverages AI tools to improve documentation speed and accuracy while maintaining clear oversight of content and tone. Consistently records detailed, up-to-date information that supports visibility and collaboration across teams.

Why Join Acorn PLMS?

This is a unique opportunity to join a rapidly growing global SaaS company redefining corporate learning. You’ll have the autonomy to shape our brand and marketing strategy at scale while working with a passionate, high-performing executive team. At Acorn, you’ll be part of a culture that values innovation, impact, and learning – and where your work directly drives the success of millions of learners worldwide.

Compensation

One of our core values is transparency and we believe in being upfront with candidates throughout the recruitment process, to make sure expectations are aligned.

This role sits within a salary range of ($61,5k - $71,5k) + 12% superannuation contribution, commensurate with experience and qualifications.

Location

We are open to individuals based in Sydney or Canberra, Australia. We are an office-first company, meaning we work from our local offices the majority (if not all) of the time. We want to create cool stuff with great people, and we know from experience that is best done through daily moments like the coffee run, walk to grab lunch, or quick huddles. Being able to capitalise on this is key to our ongoing success and a large part of the reason we can work at the pace we do. Please note candidates will need to be in commuting distance to our office based in Sydney CBD or Canberra CBD.

Applicants must have full working rights in the location they apply to, to be considered for this role. Unfortunately, we are unable to provide visa sponsorship at this time.

Our Recruitment Process

Acorn is committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We are an equal opportunities employer and welcome applications from all qualified candidates. We aim to ensure that our recruitment process is fair and accessible to everyone and encourage candidates to request any accommodations needed during the application or interview stages.

About Working at Acorn

Acorn is the hub for learning and performance for over 3 million active learners globally. The work you do — whether that’s writing lines of code, designing the layout of a dashboard, or talking to customers — helps real people grow not just professionally, but personally. In the space of 10 years, we’ve grown to a global platform in the heart of many major organisations’ ecosystems. There’s still so much more to do, and we need people who are keen to help us journey into the next phase on board! And since we’re still growing, there’s so much you can learn on that journey with us. To find out more about life at Acorn, our Values and working with us, check out our website at https://acorn.works and see our Life At Acorn video here! https://youtu.be/2BGUk-n3FrQ?si=U_sS1Y5ZSP0tNtZW